Complaints

This profile includes complaints for O'Reilly Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  O'Reilly Auto Parts

  233 S Patterson Ave Springfield, MO 65802-2210

• 

  O'Reilly Auto Parts

  1765 State Highway 42 Mcdonough, GA 30253

• 

  O'Reilly Auto Parts

  1504 North Leg Road Augusta, GA 30909-4332

• 

  O'Reilly Auto Parts

  254 West Clinton Street Gray, GA 31032-0000

• 

  O'Reilly Auto Parts

  95-455 Makaimoimo Street Mililani Town, HI 96789-3019

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to OReillys and I asked for the battery check service. The gentleman put the battery check on the battery looked at it, pushed a couple buttons, looked at it again, hit a couple more button and looked at it again. He said that my battery was fine. There was nothing wrong. I asked if he was sure because when I turn the key it clicks and clicks and then it drags before it will start. He said that clicking sound that youre hearing is not your battery that is your starter. And I said its the starter and he said yes.I got into my car and it would not start at all, so I called a tow company and I had my car towed. The shop called the next day, said my car was ready and I asked him what was wrong with my car and they said it was the battery. I could have bought and replaced the battery right then on-site for $170, but it ended up costing me was $550.I called OReillys Corporate ************************************************************* hopes that I could recover at least the cost of the tow and labor. I was told it would be sent to the district manager. He called me back and said that they were not taking any responsibility for it at all. He said the guy was just reading what was on the screen and I said well you probably shouldnt offer service if your machines are not accurate or you dont have some way to ensure their reliability. He said the machines are completely reliable because they calibrate them every day. And then he says well our guys are not mechanics. I said that I understood that, but in that case, there should have not been a firm diagnosis made, which I acted on in good faith. He responded by chuckling and saying that they were not going to take any responsibility because the machines they use are reliable, and the gentleman was just reading what the machine told him.

  Business Response

  Date: 03/15/2024

  Customer called our corporate office on 3/13/24 regarding this issue. Our District Manager called her later that same day. As he stated we are not mechanics and can only go off what our machine that tests batteries says. Our team member followed proper procedures and relayed to the customer what the machine stated. We are not accepting liability for this issue at this time. 

  Customer Answer

  Date: 03/15/2024

  Complaint: 21431872
  
  I am rejecting this response because: I understand that they are not mechanics, however, when I came in to ask for the service of having my battery checked and the associate looked at the machine and said that it was not the battery, the associate took that a step further without my asking what he thought it was and told me that the clicking sound that I said I was hearing was the starter. i asked if he was sure that was it and he said yes. So, there was a statement made that was a diagnosis. If the complaint is being rejected based on the argument that they are not mechanics, then it seems to me that the response should have been, "I'm sorry ma'am, we are not mechanics. The machine is reading that your battery is fine, and that is all I would know to tell you."

  At that point, I would have called someone else, but I took in good faith that the information that was given to me (a diagnosis) was what it was and I made a decision based on that information. The company cannot have it both ways where they say that their machines are accurate and are calibrated everyday and that their associate's are not mechanics, but they diagnose AND the machine was not reading it accurately. The battery I had in my car was not a strange battery that works on another power system that is outside of what is used in the **************

  That is why I reject this response.
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with 01 OREILLY AUTO PARTS *********************************************************************** PAPERS AS REQUESTED

  Business Response

  Date: 03/12/2024

  Once something has been sent to debt collections, we are unable to further assist the customer. They will have to communicate directly with the debt collector regarding the debt and any dispute of it. 

• Initial Complaint

  Date:03/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was standing at the service counter waiting for service and there were 2 women working. One of the women acknowledged me and said she would be there to help me. The other woman just stood there. A customer walked in and the second woman who was just standing there acknowledged her immediately and helped her, meanwhile I was still standing there waiting. I left the store and I feel like I was discriminated against and ignored! This is terrible customer service and no one should be treated this way!

  Business Response

  Date: 03/07/2024

  We were not aware of this customer's experience in our store until receiving the BBB complaint. I have notified our District Manager ****, who will call the customer to address his concerns. 

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me the wrong Caliper for my vehicle..Screws popped off, Caliper rubbing against rim, which caused me to slide off the road, and be stranded cause my tire locked up...Missed work as a result..

  Business Response

  Date: 03/05/2024

  Customer contacted us via phone at 1115 CST today, March 5 regarding this concern. We have been unable to locate a receipt showing customer purchased the ********************** in question from us. Information has been sent to our field management, and our District Manager will call and follow up with the customer. 

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The regional manager filed false paperwork to a debt creditor to make it look like I wrote them a bad check that was never issued to them because he is mad at my company.

  Customer Answer

  Date: 03/01/2024

  I would like to remove my complaint, the manager and I are working together to resolve my issues. We found out that someone stole my routing number and account number and printed checks and are now cashing them. I have contacted my bank and I believe ********** is doing their best to ************ me remove this from my credit report. 

  Business Response

  Date: 03/04/2024

  I spoke to our Regional Manager ****. Customer pays daily on his account and our RM **** is not aware of any bad checks or past due balances owed to us. If customer has something with a debt collector or credit reporting agency, he will need to contact them directly regarding that. Customer did contact our District Manager **** today and tell him that the customer had a former employee who just quit steal his account and go get a whole bunch of bad checks made and brought one to us (********) over the weekend and use it. Our Loss Prevention Auditor and field management are looking into and investigating this now. 

• Initial Complaint

  Date:02/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got charged and never received the items for the bigger charge then when I took items back I didn't receive a refund at all nor is it the right amount.

  Business Response

  Date: 02/29/2024

  The customer sent in online banking screen shots showing a debit/pre authorization to her account of $267.26 from store 1208 on 2/28/24 and also showing a debit/pre authorization to her account of $534.52 from our online store 750 on 2/28/24. The customer attempted to place an order online, via our online store 750, for the same four parts she wound up purchasing in store: BB SM791 semi-metallic brake pad, BHH BH381143 brake hose, BBR 76794RGS brake rotor and BC 18B4826 bracketed caliper. When customer attempted to place the online order, the pre authorization on it was declined three times and approved but then voided by her bank the fourth time. None of these transactions will post to her account, and the $534.52 reflected in the customer's screen shot is a combination of two of these attempted pre authorization amounts. These will fall off according to her bank/card issuers terms. The only charge made by O'Reilly Auto Parts to the customer account is the $267.26 from her in store invoice of 1208-105238 2/28/24. If the pre authorizations don't fall off within five business days, by 3/6/24, the customer will need to contact her bank and file a dispute for a credit not received. The customer was only charged once according to both our credit card processing system and our invoicing system. There is nothing additional that we can do for her. She will have to contact her financial institution. 

• Initial Complaint

  Date:02/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since employee ordered wrong part after I questioned it several times I want oreillys to reimburse me for having to rent a car and I had to wait several days for the correct part

  Business Response

  Date: 02/26/2024

  Our corporate office was contacted on 2/11/24 by customer and had requested information on what store this was regarding. I have located the customer's purchase history and notified our District Manager, who was not aware of the customer concern. He will call the customer to discuss her concerns. 

  Customer Answer

  Date: 03/16/2024

  Business has never contacted me nor have tried like Business response indicated

  Business Response

  Date: 03/19/2024

  I have resent this information to our District and Regional Managers to follow up with the customer. 

  Customer Answer

  Date: 03/29/2024

  Haven't heard from this company 

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/10/2024 at 9:02 AM I purchased an auto battery for my 2000 ***** Miata with a 3 Year Warrantee. I had brought in my old battery, which I purchased at the same ******** store in February of 2023, which also had a three year warrantee.*****, the cashier clerk, checked out the old battery and said it tested bad. He refused to honor the credit for the two years remaining on the warrantee on the old battery.The Invoive numbar is *********** for. $224.99 plus tax of $16.67 =. Total Cost $. 241.66.I am a 100% permanently, totally disabled Vietnam combat military veteran. Every dollar really counts and I live very simply. The $150.00+ of the two remaining years warrantee on the old battery provides a month worth of groceries for my budget.Thank you, Respectfully.

  Business Response

  Date: 02/28/2024

  I reviewed the customer's history with us. I show that he purchased a SSB MIATA battery on 4/9/23 on invoice ***********. I show that we refunded the customer for a SSB MIATA battery on 11/7/23 on invoice *********** which references the purchase invoice from 4/9/23. Due to this, customer would not have had a warranty on the battery, since we had refunded it. This would mean the customer would have had to purchase a new battery if he needed one, which he did on invoice 5526-338210 2/10/24. I do not see any other purchases of SSB MIATA that would indicate customer still had that product under warranty with us. Due to this, we are unable to provide the customer with another refund. 
  
  
  

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I in December 2023 I purchased a part for my car the part was a strut which carries a lifetime warranty on yesterday morning approximately 2:00 a.m. on my way home to strep throat causing my car to be inoperable the strut is the sky was not open that time of morning I had to find somewhere else to stay that night and attempt to get my car fixed as early as possible the next morning to get it off of the side of the road I was unable to get back to that particular store checking the other stores which I could have been able to make an exchange at one of the other stores have they had the part in stock which they did not at which point I had to go to a totally different company and purchase a new script in order to get my car serviced. Afterwards I contacted the store explaining the situation and asking them about the warranty and what could be done I'm being told they can give me another strutt I no longer need the other strutt so therefore either give me my money back or give me a part that I can use let me exchange it for other parts basically give me a store credit. When I contacted the store I was told this cannot be done only thing you can give me is a part that I no longer need. The gentleman that I spoke with over the phone even went so far as to tell me I had no business going anywhere else I should have waited on them or later until I could get myself over there to get the part from them how the h*** can you tell me what I can and cannot do with my own car. At this point ********** has lost a customer I will not go in that store and buy a s**** I hope that this will be taken care of by following this complaint with the better Business bureau I am going to also contact my credit card company and discuss the matter with them to see what they can do I do not have the receipt from ******** showing the purchase of the part but they do have my phone number on file showing the purchase and I am submitting with this complaint the receipt from the purchase yesterd

  Business Response

  Date: 02/19/2024

  Before we are able to look into this any further, we need to know if the customer has contacted her bank and filed a dispute as she mentioned doing so in her complaint. If she has filed a dispute with her bank, we will not be able to do anything further and will have to wait on her bank to make a decision on her dispute. 

  Customer Answer

  Date: 02/22/2024

  no I did not dispute it with my bank however the compliant was resolved at the store level. Please close the complaint. 

• Initial Complaint

  Date:02/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked an employee of the store for help. The employee came out and looked at my car and ended messing with some wires. This resulted in the car having engine lights on since and this was back in September. Said employee was let go due to doing this with multiple customers. I have tried to call about this issue multiple times, was told I'd be receiving a call about this and never have received one.

  Business Response

  Date: 02/19/2024

  I called the District Manager *********************** and he will call and follow up with customer on this issue. 

  Customer Answer

  Date: 04/17/2024

  I filed with you 1-2 months ago and the business did end up reaching but now they have gone silent and not responding to any communication. Nor has the issue been corrected. The person I was talking to had to get with his boss and then told me he would call the next day. Since then, radio silence. Even though I have reached out by voice calls (leaving messages) and text messages. ******** had an employee in August/September that looked at my car to see if any codes were present. Employee took it further and messed with wires under the driver's side by the pedals. Doing so caused warning lights to immediately come on. That employee has since been separated from the company due to non-compliance of rules stating they aren't allowed to touch a car other than to plug in device to read the codes. The store manager confirmed this and that the employee was let go. **** store manager told me to contact corporate and that it has nothing to do with him even when I tried to show him what codes were now present. Called corporate 2-3 times and never heard back from anyone until a complaint was filed with you. The vehicle is unable to pass inspection nor be registered due to the former employee damaging something underneath. All I'm looking for is my vehicle to be fixed.

  Business Response

  Date: 04/17/2024

  I spoke to our District Manager ****, who will follow up with the customer next week. Customer has two open ******************** Complaints on this 21306910 and ********